Here are a few tips for senior leaders on how they can be sure to experience what their client’s experience! Some may sound obvious BUT do you do them?
- Be a customer! – Telephone in on a regular basis pretending to be a client. How long does the call take to be answered? Was the call answered according to policy? Did the call handler sound as though they genuinely cared about you?
- Have your home address and a secret private email on your company database to experience what ‘marketing’ you receive. This one can reveal some real ‘shockers’.
- Take regular unscheduled walks through your customer service offices and just listen to what you hear. If you hear good things then praise publicly and loudly. If you hear issues then report quietly to your manager before you leave.
- Take an active role in resolving major complaints and call the client yourself rather than delegate to someone junior. In my experience it is easy to ‘turn’ a complainant into a brand ‘advocate’ by handling their complaint efficiently and effectively.
- Be very clear on what constitutes unacceptable customer service & talk directly to these teams on a regular basis. Explain just why customer service is so important to your organisation?
It may be that you have a dedicated customer service ‘policing team’ and if so that is great.
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